vol. XVII no. 4

				CONTENTS   E X C E E D I N G   E X P E C T A T I O N S Leave it to Santa to demonstrate the true spirit of customer service.   B A N K S   S T R I V E   T O   R A I S E T H E   B A R Three leading financial institutions go all out for customer loyalty.   G I V E   ' E M   T H E   P I C K L E How a sour customer sweetened the service industry.   T R E A T   P A T I E N T S   &   T R E A T T H E M   R I G H T St. Joseph collects accolades for patient care and caring about patients.

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